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Training for Call Centers Agents In the past couple of years, different foreign companies such as MasterCard, Dell Computers and call center operators such as Atento, Sitel, BT and others have visited Panama, with the interest of setting up and operating call service centers, since there is a good competitive real estate prices, available space for rent or purchase, excellent living conditions for foreign personnel, and efficient telecommunication systems. Panama has had a dramatic increase in the number of call centers as a result of a law that encourages the establishment of these enterprises. However, the lack of individuals who are fluent in English is a present problem. There is an increasing need for English speaking individuals to supply labor for call centers. For most of these positions, experience is not required because they offer training, however English fluency is necessary. Panama approved a special law in 2001 that promotes the establishment of call centers in the country. It is estimated that call centers have grown about 300% since that date. The lack of personnel that is fluent in English is a present problem for companies looking for individuals with these qualifications.
Although Panama is just getting started in this industry, the small, Central American country - population 3 million - has since 2003 turned itself into an attractive choice for call centers, creating 5,000 jobs so far. The reasons are several. Aside from geographic location, the government cut the tax on international calls from US$1 per call no matter the length to 12% of the cost of the call.
Aside from Dell, currently, there are other large call centers operating in the country: National Asset Recovery Services (NARS), a U.S. company that collects unpaid bills for a variety of clients; Sitel, also from the United States; Star Contact, a Panamanian company; and Language Line Services, which is the largest interpretation center in the United States of America. Despite the favorable environment Panama offers, there are worries that the industry might hit a ceiling because of the lack of qualified people to man the banks of phones. The expectation is that the call-center industry will keep growing, but this is going to depend on the availability of labor, which is more and more scarce every day. Working in a call center is ideal for college students, other young people or anyone who has a good knowledge of English. For this reason, and in order to participate in the development of our country, we're promoting English training, specialized for personnel wishing to join this booming field. Our study plans cover the terminology used in most of the call centers already established in Panama. Offering our clientele a vast knowledge in the English used in this area and preparing it for all the challenges it involves. For more information, please contact us to get free quote.
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Call Center Training 
